Enterprise Contact Center Professional

8 hours ago

Bengaluru, Karnataka, India beBeeContactCenter Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Contact Center Engineer

Job Summary:

We are seeking a highly skilled professional with experience in contact center solutions. The ideal candidate will have expertise in deploying, configuring, and maintaining enterprise contact center systems.

Key Responsibilities:

  • Design and implement contact center solutions using Avaya Aura Contact Center and Cisco UCCE/UCCX platforms.
  • Configure and manage call routing, IVR, skill groups, CTI integrations, and reporting tools.
  • Troubleshoot and resolve contact center issues, including call flows, agent logins, reporting, and integrations.
  • Work with telecom providers and network teams to manage SIP, PRI, and VoIP connections.
  • Support upgrades, patches, and migrations for Avaya and Cisco systems.
  • Create and maintain documentation for system configurations, call flows, and incident resolution.
  • Monitor system health, performance, and capacity using built-in tools and monitoring platforms.
  • Assist with disaster recovery planning and testing for voice infrastructure.
  • Ensure security and compliance standards are met for voice systems and call recordings.

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Telecommunications, or a related field.
  • 5+ years of experience managing contact center environments.
  • Hands-on experience with platforms such as Avaya Aura Communication Manager, CMS, AACC, AES, Experience Portal, and Cisco UCCE, UCCX, CUCM, CVP, Finesse, and Unified Intelligence Center (CUIC).
  • Strong understanding of call routing, IVR scripting, SIP trunking, and QoS.
  • Proficiency in troubleshooting voice issues using tools like Wireshark and RTMT.
  • Familiarity with scripting languages or tools like VXML, JavaScript, or Genesys Composer (if applicable).
  • Experience with VoIP protocols (SIP, H.323), telecom standards, and networking fundamentals.
  • Certifications such as Avaya ACSS/ACIS, Cisco CCNP Collaboration, or equivalent are a strong plus.

Benefits: As a contact center engineer, you will have the opportunity to work on complex projects, develop your skills, and collaborate with a talented team.

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